Job Overview
Employment Type
Full-time
Compensation
Salary
Range $70,304.00 - $74,938.00
Work Schedule
On-call
Day Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Career Development
Employee Discounts
flexible schedule
Job Description
Encore is a renowned company operating within the hospitality industry, specializing in delivering exceptional audio visual and event technology services across various premier hotel and convention center locations. Known for its commitment to excellence and innovative approach, Encore supports a wide range of events with cutting-edge technology and expert personnel. Their talented teams work diligently to ensure that client events are executed flawlessly, emphasizing customer satisfaction and operational efficiency. With a footprint in locations generating revenue exceeding three million dollars, Encore exemplifies leadership and excellence within the event management and technology sector. The company is dedicated to fostering an inclusive and welcoming culture that values individual strengths and diversity and offers competitive compensation and comprehensive benefits to its employees.
The role of Operations Manager at Encore is pivotal in managing floor operations to achieve superior service excellence by focusing on customer service, staff leadership, performance management, and development. Reporting directly to either the Operations Director or Director of Event Technology, this position is essential in locations with significant revenue streams. The Operations Manager oversees the daily activities and workflow of technicians, ensuring timely delivery and proper function of all equipment and services as per client and hotel specifications. Responsibilities include direct supervision of team scheduling, timekeeping, billing approvals, inventory control, and participation in various client and production meetings. They also delegate tasks appropriately to maintain smooth operational flow.
This role demands a proactive approach to customer service, including reviewing quotes, recommending cost efficiencies, mentoring operational staff for client satisfaction and onsite upselling, and establishing professional working relationships with clients, team members, and vendors. The Operations Manager promotes the company’s core values, fostering a positive working environment and leading a talented team through hiring, development, and motivation. They manage human resource matters such as performance management and salary administration while emphasizing continuous professional development and technical training for team members.
This position requires technical proficiency with audio visual equipment commonly used in live events and fluency in relevant computer software and systems. The candidate must demonstrate effective leadership skills, a customer satisfaction focus, and excellent organizational and communication abilities. Physical demands are an acknowledged aspect of the role, including standing, walking, lifting, and handling equipment, with accommodations provided for individuals with disabilities as needed.
Encore offers a competitive salary range for this position, between $70,304 and $74,938, with variations depending on experience, location, and skills. Additional compensation possibilities include overtime, bonuses, and incentives. The company also emphasizes employee benefits and a strong culture of inclusivity and belonging. Working conditions reflect the dynamic environment of hotels and convention centers, which may involve exposure to varying noise levels, outdoor elements, and the use of high-end audio-visual and electrical equipment. Regular working hours may be irregular, including evenings, weekends, holidays, and on-call shifts.
Overall, the Operations Manager role at Encore is a unique opportunity for individuals passionate about hospitality, technology, and leadership to thrive within a supportive and innovative company. It offers a rewarding career path with the chance to make a significant impact on client experiences and company success across prestigious event venues.
The role of Operations Manager at Encore is pivotal in managing floor operations to achieve superior service excellence by focusing on customer service, staff leadership, performance management, and development. Reporting directly to either the Operations Director or Director of Event Technology, this position is essential in locations with significant revenue streams. The Operations Manager oversees the daily activities and workflow of technicians, ensuring timely delivery and proper function of all equipment and services as per client and hotel specifications. Responsibilities include direct supervision of team scheduling, timekeeping, billing approvals, inventory control, and participation in various client and production meetings. They also delegate tasks appropriately to maintain smooth operational flow.
This role demands a proactive approach to customer service, including reviewing quotes, recommending cost efficiencies, mentoring operational staff for client satisfaction and onsite upselling, and establishing professional working relationships with clients, team members, and vendors. The Operations Manager promotes the company’s core values, fostering a positive working environment and leading a talented team through hiring, development, and motivation. They manage human resource matters such as performance management and salary administration while emphasizing continuous professional development and technical training for team members.
This position requires technical proficiency with audio visual equipment commonly used in live events and fluency in relevant computer software and systems. The candidate must demonstrate effective leadership skills, a customer satisfaction focus, and excellent organizational and communication abilities. Physical demands are an acknowledged aspect of the role, including standing, walking, lifting, and handling equipment, with accommodations provided for individuals with disabilities as needed.
Encore offers a competitive salary range for this position, between $70,304 and $74,938, with variations depending on experience, location, and skills. Additional compensation possibilities include overtime, bonuses, and incentives. The company also emphasizes employee benefits and a strong culture of inclusivity and belonging. Working conditions reflect the dynamic environment of hotels and convention centers, which may involve exposure to varying noise levels, outdoor elements, and the use of high-end audio-visual and electrical equipment. Regular working hours may be irregular, including evenings, weekends, holidays, and on-call shifts.
Overall, the Operations Manager role at Encore is a unique opportunity for individuals passionate about hospitality, technology, and leadership to thrive within a supportive and innovative company. It offers a rewarding career path with the chance to make a significant impact on client experiences and company success across prestigious event venues.
Job Requirements
- High school diploma or equivalent
- At least four years of relevant industry experience
- Minimum two years in a supervisory role
- Proficient in audio visual equipment usage and troubleshooting
- Skilled with Microsoft Office and computer systems
- Strong leadership and customer service orientation
- Ability to work irregular hours including evenings, weekends, and holidays
- Capable of meeting physical demands such as standing, walking, lifting up to 100 lbs
- Excellent interpersonal skills
Job Qualifications
- High school diploma required
- Bachelor’s degree preferred
- Minimum of four years of audio visual and customer service or hospitality experience
- At least two years of supervisory experience
- Experience leading workflow and managing team members
- Working knowledge of audio visual equipment in live show environments
- Proficiency with computer hardware
- Skilled in computer software including Microsoft Office and internet applications
- Strong leadership skills
- Focused on delivering customer satisfaction
- Ability to mentor and develop staff
- Effective communication and organizational skills
Job Duties
- Manages the daily floor activities and workflow of technicians to ensure timely service delivery and equipment functionality
- Provides direct supervision of team members including scheduling and timekeeping
- Ensures billing is reviewed and approved by clients and reports potential challenges to management
- Maintains and updates daily equipment sheets accurately
- Oversees inventory control procedures to maintain appropriate levels and ensure equipment safety and quality
- Attends client and production meetings such as BEO, Pre-Cons, and pre-production meetings
- Delegates tasks appropriately to facilitate smooth operations
- Reviews quotes and recommends cost efficiencies
- Supervises and mentors operational staff to maximize client satisfaction and revenue through onsite upselling
- Establishes excellent working relationships with clients, team members, and vendors
- Meets with guests onsite to ensure needs are met and equipment setup is functioning
- Upholds professional appearance and ensures team compliance with standards
- Promotes a positive work environment based on core values
- Hires, develops, and leads technician and support staff teams
- Drives professional development and training initiatives
- Manages performance reviews, salary administration, and HR-related issues
- Utilizes company computer systems effectively and ensures team training
- Recommends additional training opportunities for team growth
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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